Rocky Mountain Restoration goes beyond repair services BY ALISON STANTON
(Special to GSN)
Adam Webster, founder of Rocky Mountain Restoration, looks for employees who are able to impart a high level of customer satisfaction.
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think about. Or I might ask them to tell me about a time when they exceeded expectations.” Webster also inquires if applicants have had personal experiences with water, fire or mold damage. “If they have had some type of damage or loss, it can be a real experience they can draw on and is an immediate way to connect with a customer,” he said. “Overall, I’m more concerned about who they are as opposed to what they know.” Webster said his innovative hiring
process has definitely been successful; his company is steadily growing and although they don’t get a lot of repeat business due to the nature of their work, they do get a great deal of customer referrals. “Our customers sometimes wake up in a puddle of water and then we show up, so we really understand that we are restoring life for the customer,” he said. Rocky Mountain Restoration is located at 728 N. Monterey St. in Gilbert. For more information, call 480-309-2524 or visit rmraz.com.
To ensure his new applicants have the values and personality that he is looking for – and to determine if they will be a good fit for his company – Webster has created an empathy test of sorts. “It is not a written test, but when interviewing applicants I like to have a conversation about our core values,” he said. “For example, I might ask applicants what it means to them to be humble, and how they have showed humility. It’s a term that most people don’t usually
When Adam Webster worked for a local restoration company, he often found himself troubled by some of the things he witnessed in his fellow employees. Instead of being kind, caring and concerned about their customers, Webster said some of his co-workers were unprofessional, rough-looking and lacking in empathy for the clients. “Many of the companies in this industry are only looking to see if new employees have a truck and tools, and if they can start tomorrow. Most do not offer a high level of customer service,” he said. These observations inspired Webster and his previous business partner, C.J. Smith, to open their own restoration company that focuses on not just remediation and repair services, but also strives to hire caring and empathetic people. “The other company had sort of a ‘Wild West’ mentality and was not very structured, so we thought that if we did it, we could do it better and provide better customer service and be even more successful,” Webster said. In 2009, Webster and Smith opened Rocky Mountain Restoration in Gilbert, which specializes in water damage and water extraction and issues like failed plumbing and pipes and broken water heaters. The company also handles mold removal, mold damage, smoke and fire damage and restoration. Webster said his team of 20-plus employees travels Valley-wide to work on small assignments and large jobs with extensive problems. The company provides a 24-hour service. “We can handle anything that is within about an hour radius of Gilbert – so from Florence to Surprise and west to Buckeye,” he said.
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